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All Journal Jurnal Reviu Akuntansi dan Keuangan Jurnal Natapraja : Kajian Ilmu Administrasi Negara JAS (Journal of ASEAN Studies) Jurnal Titra Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Al-Ta'dib: Jurnal Kajian Ilmu Kependidikan Jurnal Organisasi Dan Manajemen International Journal of Technology And Business Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan Jurnal MoZaiK STI Policy and Management Journal Pharmaceutical Journal of Indonesia TEMALI : Jurnal Pembangunan Sosial Jusikom: Jurnal Sistem Informasi Ilmu Komputer Jurnal Sistem Teknik Industri JPSI (Journal of Public Sector Innovations) EDUTEC : Journal of Education And Technology Prosiding National Conference for Community Service Project Jurnal Pengabdian kepada Masyarakat Nusantara Hubungan Tingkat Pengetahuan Petugas Pengelola Obat dengan Tingkat Ketersediaan Obat Di Puskesmas Kota Malang Zaaken: Journal of Civil and Business Law Jurnal Media Ekonomi (JURMEK) Jurnal Alwatzikhoebillah : Kajian Islam, Pendidikan, Ekonomi, Humaniora BISNIS & BIROKRASI: Jurnal Ilmu Administrasi dan Organisasi Jurnal Pengabdian Olahraga Masyarakat International Journal of Social Service and Research Jurnal Ilmu Manajemen Advantage International Journal of Science and Society (IJSOC) Algoritme Jurnal Mahasiswa Teknik Informatika Jurnal Indonesia Sosial Teknologi Journal Research of Social Science, Economics, and Management Eduvest - Journal of Universal Studies Jurnal Keperawatan Profesional (KEPO) Enrichment: Journal of Multidisciplinary Research and Development IIJSE Jurnal Mitra Teknik Industri Journal Health of Education Asian Journal of Social and Humanities Jurnal Media Ekonomi (JURMEK)
Chandra Wijaya
1). Radioisotope and Radiopharmaceutical Center, BATAN, Serpong. 2). Faculty of Pharmacy, University of Pancasila, Jakarta.
Religion Aerospace Engineering Humanities Biochemistry, Genetics & Molecular Biology Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Dentistry Earth & Planetary Sciences Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Neuroscience Nursing Public Health Social Sciences Other

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Journal : International Journal of Science and Society (IJSOC)

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Enhancing Customer Loyalty at the Indonesian Classification Bureau through Satisfaction Creation with Service Innovation and Service Quality Asfahani, Moh Basarudin; Wijaya, Chandra
International Journal of Science and Society Vol 6 No 2 (2024): International Journal of Science and Society (IJSOC)
Publisher : GoAcademica Research & Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54783/ijsoc.v6i2.1203

Abstract

The focus of this study delves into the intricate dynamics among service innovation, service quality metrics, customer satisfaction levels, and the resultant loyalty patterns observed within the Indonesian Classification Bureau. The study investigates the direct impact of service innovation on service quality, customer satisfaction, and loyalty, while also exploring how service quality and satisfaction act as mediators in these relationships. Through rigorous regression and mediation analyses, the research reveals that service innovation enhances service quality but does not directly affect satisfaction or loyalty. Notably, improved service quality significantly correlates with higher levels of satisfaction and loyalty, with satisfaction playing a pivotal role in strengthening loyalty. These findings underscore the mediating roles of service quality and satisfaction in shaping the impact of service innovation on customer loyalty. The study advocates prioritizing initiatives to enhance service quality and implement effective loyalty programs. Furthermore, it recommends future investigations into specific types of service innovations and additional mediating factors that influence customer loyalty dynamics.
Co-Authors Adi Luthfi, Bagus Adianto Agatha, Septian Agung Firman Sampurna Agus, Imaludin ainaya asmaralda, zahara Alpen, Joni Amalia Amalia Aminuyati Andreo Wahyudi Atmoko Apriani, Leni Aprillia, Dewinta Arkanuddin, Mohammad Fahmi Asfahani, Moh Basarudin Asido, Elpri Ayuningtiyas, Vallendiah Bernardus Yuliarto Nugroho Bima E, Fikral Budi Yulianto Budimayansah, Bambang Lestrika Candy, Candy Cendana, Colleen Daniel Daniel Dergibson Siagian Diah Anggraeni Jatraningrum Drahen Soeling, Pantius Dwinanti, Pratiwi Ernestine, Ernestine Fahmi, Mohammad Irfan Fahmi Fatmawati, Fatmawati Fellyanto, Fellyanto Fibria Indriati Fitria . Gunadi Gan Gustiana, Rachmat Hafiz Irsyad Hartrisari Hardjomidjojo Husin, Saleh Hutabarat, Fauzi A. M. I Wayan Sukania Iman Firmansyah Indriyati Indriyati Irwan Budiman Johny Budiman Joni Emirzon Juliana, Eva Justin, Justin Kadir, Sitti Fatimah Khayrunnisa, Fauzia Maurizka Kuklin , Nikita Lahadalia, Bahlil Laksamana, Patria Lastiwi, Danarsiwi Tri Lely Hiryanto Lita Sari Barus M. Syamsul Maarif Margareta, Serlen Mayasari Mayasari, Mayasari Mayviana, Vivin Meiliana, Evita Meriyani, Susi Moh. Yahya Obaid, Moh. Yahya Moron, Maria Selvi Muhammad Rachmat MUHAMMAD TAUFIK Nazara, Elsa Neliwati Nina Mariana, Nina Nuryanto, Adi Nyoman Sutapa Octavianus Octavianus, Octavianus Okti Sri Purwanti Panca, Billy Susanto Permana, Anggit Jati Pradana, Aditya Wisnu Putri, Luckyta Anisti Saha Ghafur, A. Hanief Said Kelana Asnawi Salam Fadillah Alzah Samawati Saleh, Putu Santonius, celvin Saputra, Rian Amanda Saripudin Saripudin Sasono, Tusi Seva, Kristining SIGA, WILLFRIDUS DEMETRIUS Silalahi, Hadriani Uli Tiur Ida Silvia Monica sirait, asnita Siregar, Andi Suhendra Sisilia, Desy Siti Aisyah Soeling, Pantius Drahen Solly Aryza Subroto, Athor Suharyanto Syafrida, Yuni Tampubolon, Jusra Teguh Dartanto Teguh Sarry Hartono, Teguh Sarry Tri Hastuti Umanto, Umanto Utami, Diah Setia Variani, Joanna Rika Virginia, Tesalonika Widiantari, Aninda Dinar Wijang Widhiarso Wijaya, Surya Oto Wirya, Wirya Yonata Laia Yunita, Risna Zakir Machmud, T.M.